Sending surveys & NPS with smart routing
Sending & NPS surveys with smart routing helps you gather feedback from customers and automatically route responses based on their satisfaction level.
Create a new survey — Go to Surveys and click New. Choose your survey type (NPS, CSAT, CES, or Custom), give it a name, pick your delivery channels (email, SMS, WhatsApp, web, or QR), and click Save.
Build questions — From the survey detail page, click Edit questions to open the builder. Add your NPS score question and any follow-ups (open text, contact info, etc.). Required questions must be answered before submission. Click Save questions when done.
Activate the survey — Once questions are saved, click Activate on the detail page. The survey is now ready to send.
Send surveys manually — Use the Send to a recipient form on the detail page to send via email or SMS. Recipients get a unique link to your survey. (Need API/webhook sending? Your operator configures that in Settings.)
Recipients answer — When customers click their link, they see /s/ — the public survey page. They answer your questions and submit. Smart routing then kicks in:
- Promoters (NPS 9–10): Redirected to your review site or location website to leave a public review
- Detractors (NPS 0–6): Auto-routed to a private follow-up task for your team
- Passives (NPS 7–8): Thanked and closed
Manage detractor follow-ups — Detractor responses create tasks in Surveys » Follow-ups. Assign, add notes, and resolve each one.
View results — Go to Results to see your NPS score, response rate, promoter/passive/detractor split, and trends. Filter by date range, then click Export CSV to download all responses and answers.
Tips:
- Set a custom Promoter redirect URL in survey settings to send promoters to your review platform instead of their location website.
- Use the Test link to preview the public flow before sending to real customers.
- Detractor follow-ups stay open until your team marks them resolved or dismissed — check Follow-ups regularly.
- CSV exports are capped at 10,000 rows; narrow your date range if you hit the limit.